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Send log files to SolarWinds Support

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Created by Interspire Import, last modified by Jonathon.Privett on Apr 19, 2017

Views: 192 Votes: 1 Revisions: 11

If you are encountering errors from DPA (formerly Ignite), the fastest way to resolve them is to send the error logs to SolarWinds.

Option 1:

If you can access the SolarWinds DPA web interface, go to the Options page and then click on the Support tab (or go to the Support section for older Ignite versions).  Click on the button (or link for older versions) that says All Log Files (Zipped). This will zip up all relevant log files from Ignite and prompt you to save it on your desktop.

Option 2:

If you can’t bring up the DPA web page, navigate to the following directory and zip up the logs directory from there. 

  • On Windows, the default directory is installdir\iwc\tomcat\logs 
  • On UNIX/Linux, the default directory is installdir/iwc/tomcat/logs/

Next, reply back to the ticket / thread you have open with SolarWinds with the file attached.  If the file is too large to email, you can upload it to our FTP.  If you do not have a ticket open, you can proceed to the following link to place one: 
 http://www.solarwinds.com/support/ticket/


To load the logs to our FTP:

Navigate to http://Solarwinds.leapfile.com and select 'Secure Upload'. Type support@solarwinds.net for the recipient. For the Subject, type your "company name has files for agent / ticket number". Under Message, type the same and also enter your contact information. Then click Browse and Upload the files.

Last modified
08:28, 19 Apr 2017

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